Customer Support Leader - Hybrid Remote Team Management and Leadership Role in a High-Growth Startup

Join the Community Phone Family as a Customer Support Leader Are you a passionate and results-driven customer support professional looking for a new challenge? Do you have a proven track record of leading high-performing teams and driving success in a fast-paced, dynamic environment? If so, we want to hear from you! As a Customer Support Leader with Community Phone, you will have the opportunity to work with a talented team of customer support agents, providing guidance, coaching, and leadership to ensure exceptional customer experiences. About Community Phone Community Phone is a high-growth startup that's revolutionizing the way people communicate. We're a team of bright and motivated individuals who believe in flexibility and work-life balance. Our hybrid remote work model allows you to balance your time between our remote office and home, giving you the freedom to work in a way that suits you best. Job Summary As a Customer Support Leader, you will play a critical role in managing and leading our customer support team. You will be responsible for ensuring that our customers receive exceptional service, resolving issues efficiently, and driving continuous improvement in our processes and procedures. If you're a self-motivated and detail-oriented individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Key Responsibilities Managing the ticket desk queues and scheduling ticket assignments to ensure efficient resolution of customer issues Managing call queues, wait times, and call back response times to minimize delays and ensure timely resolution of customer issues Monitoring and analyzing agent KPIs, including ASA, AHT, and ACW, to identify areas for improvement and implement changes to drive success Serving as a subject matter expert and providing guidance and coaching to customer support agents Preparing reports and analyzing data to identify trends and opportunities for improvement Managing employee scheduling and ensuring adequate coverage of the ticket desk and call queues Providing performance feedback and performance evaluations to customer support agents Maintaining and adjusting agent training to exceed customer expectations and maximize FCR Handling customer escalations and resolving issues efficiently Enforcing, maintaining, and improving SOPs to ensure consistency and quality in customer support Providing ongoing agent coaching and development to drive success and growth Managing upselling quotas and collaborating with the sales team to drive revenue growth Maintaining employee engagement and ensuring a positive and productive work environment Working closely with the director to ensure a high level of quality and service is maintained Essential Qualifications 5+ years of experience in customer support, ideally in technical support 2+ years of experience managing a customer-facing team (preferred) Excellent customer service contact skills through oral and written communication Effective multi-tasking with the ability to follow up and prioritize tasks Ability to prioritize, execute, and meet deadlines Personable and motivational personality with strong leadership and communication skills Zendesk experience (preferred) Chargebee experience (preferred) Skills and Competencies Strong leadership and management skills Excellent communication and interpersonal skills Ability to work in a fast-paced, dynamic environment Strong analytical and problem-solving skills Ability to prioritize and manage multiple tasks and responsibilities Strong attention to detail and organizational skills Ability to work collaboratively as part of a team Career Growth Opportunities and Learning Benefits At Community Phone, we're committed to the growth and development of our team members. As a Customer Support Leader, you'll have opportunities to: Develop your leadership and management skills through training and coaching Advance your career within the company Contribute to the development of new processes and procedures Collaborate with other teams to drive business growth and success Work Environment and Company Culture At Community Phone, we pride ourselves on our positive and productive work environment. Our hybrid remote work model allows you to work from home or our remote office, giving you the flexibility to work in a way that suits you best. We're a team of bright and motivated individuals who are passionate about delivering exceptional customer experiences. Compensation, Perks, and Benefits We offer a competitive salary range of $1,700-$2,500/month, depending on experience, plus comprehensive benefits. As a Customer Support Leader, you'll also have access to: Flexible working hours and remote work options Ongoing training and development opportunities Opportunities for career growth and advancement A dynamic and supportive work environment How to Apply If you're a motivated and results-driven customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. To apply, please: Send your resume via the link below Record a 30-second screencast describing what we do using Loom (download free software at www.loom.com ) Read through the paragraphs at and include your results (your type; e.g., type 1, type 2, etc.) in your application Write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs We look forward to reviewing your application and discussing this exciting opportunity further. Apply for this job